The Nigerian Communications Commission (NCC), the Mobile Network Operators (MNOs) and other stakeholders have commenced moves to refund telecom subscribers for unused recharges after a period of one year. 

Subscribers whose lines are deactivated or inactive for a period of one year would have their recharges return to them provided they are able to prove the ownership of the deactivated or inactive lines. 

According to the Executive Vice Chairman of the NCC, Dr Aminu Wada Maida, the move was necessary to protect consumer rights and ensure efficiency and transparent management of subscribers heard earned resources. 

Speaking at the Headquarters of the Commission in Abuja on Tuesday during a stakeholders engagement/consultative forum on regulatory instruments to address unutilized and unclaimed recharges (for airtime and data) by telecom consumers, Dr Maida insisted that challenges that compromised consumers rights must be addressed. 

Dr Maida who was represented at the event by the Executive Commissioner, Stakeholders Management of NCC, Rimini Makama, said the draft instruments was necessary for consideration by all stakeholders to explore practical solutions to the issue of unclaimed recharges. 

Dr Maida said: “The telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation. 

“With the widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.

“However, as the sector evolves, and in line with our commitment to ensuring Quality of Experience for telecom consumers, we must address emerging challenges especially those that may compromise consumer rights. One of such is the fate of prepaid balances when accounts become inactive.

“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and this forum presents an opportunity to explore practical solutions on this subject. At the heart of our discussions today is the issue of unclaimed recharges.

“The Quality-of-Service Business Rules 2024 stipulates that a prepaid line without a Revenue Generating Event for six months must be deactivated, and if inactivity persists for another six months, the line may be recycled. Subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.

“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of “use it or lose it” prevail? Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry. The Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.”

Also the Head of Legal and regulatory services of the NCC, Mrs Chizua Whyte said the issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity. 

“When subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.

“This Draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity”, Mrs Whyte said.